Jordan Johnson
Saint Louis,MO
Summary
Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Wells Fargo Advisors
10.2023 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
Head Cashier
Lowes Home Improvment
06.2019 - Current
- Trained new team members in cash register operation, stock procedures and customer services.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Prepared cash deposits and balanced store safe for opening and closing of business.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Helped customers find specific products, answered questions and offered product advice.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Processed refunds for worn, damaged and broken merchandise.
- Processed payments promptly for customers to exceed productivity standards.
Branch Manager
Woodforest National Bank
06.2022 - 04.2023
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Planned work schedules to maintain adequate staffing levels.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Established and built customer relationships through targeted outreach and initiatives.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Operations Manager
PennyMac Loan Services
07.2020 - 06.2022
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Built strong operational teams to meet process and production demands.
- Addressed customer concerns with suitable solutions.
- Resolved challenges associated with company websites, vendors and telecoms.
- Created corrective actions based on adverse KPI trends.
- Collected customer fees, managed refunds and provided complete sales documentation.
- Conducted employee observations and documented findings.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Motivated and evaluated personnel for performance improvement and goal achievement.
Assistant Branch Manager
St. Louis Community Credit Union
06.2016 - 07.2020
- Monitored daily operations and supported Branch Manager in necessary duties.
- Built client rapport through frequent individualized recommendations for financial products and services.
- Developed strategy to achieve target sales goals.
- Demonstrated expertise and reasoned guidance regarding loan products, lines of credit and account options.
- Maximized sales potential by training new members in improved sales strategies.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Designed sales and service strategies to improve revenue and retention.
- Supervised ranch personnel and operations in absence of branch manager, keeping operations and workflows running smoothly.
- Trained and mentored highly effective teams to meet corporate service standards.
Clerk
QuikTrip
05.2014 - 06.2016
- Delivered high-quality customer service through deep commitment to knowledge and performance.
- Processed sales transactions to prevent long customer wait times.
- Answered telephones, directed calls and took messages.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Trained staff members to perform work activities and use computer applications.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
Board Operator
KXEN Radio
05.2014 - 05.2016
- Curated content and prevented inappropriate airings to maintain station compliance with federal regulations.
- Completed error-free live, breaking and syndicated broadcasts.
- Kept equipment operating at peak performance.
- Stayed on top of breaking news by monitoring available sources.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Handled incoming and outgoing calls according to standard operating procedures.
- Took messages from callers and accurately relayed details to intended staff.
- Operated telephone switchboard to provide information, take messages and forward calls.
Peer Mentor
African American Male Initiative
03.2014 - 06.2014
- Assisted individuals in identifying and capitalizing on personal interests, goals and strengths.
- Expressed understanding and support to help individuals pursue paths to professional development.
- Participated in conflict resolution and problem-solving to support healthy coping skills.
- Promoted skill building to support activities of daily living.
- Prepared students for later educational experiences by encouraging to explore learning opportunities and persevere with challenging tasks.
- Established and supervised peer-counseling and peer-tutoring programs.
Education
Master of Arts - Public Relations
Webster University
03.2019
Bachelor of Arts - Communications
University of Missouri - St Louis
St Louis, MO05.2016
High School Diploma -
Peabody High School
Trenton, TN05.2011
Skills
- Scheduling
- Complaint resolution
- Account updating
- Decision-making
- Positive and professional
- Complaint handling
- Problem-solving
- Computer proficiency
- Time management
- Researching
- Microsoft outlook
- Report preparation
Timeline
Customer Service Representative
Wells Fargo Advisors
10.2023 - Current
Branch Manager
Woodforest National Bank
06.2022 - 04.2023
Operations Manager
PennyMac Loan Services
07.2020 - 06.2022
Head Cashier
Lowes Home Improvment
06.2019 - Current
Assistant Branch Manager
St. Louis Community Credit Union
06.2016 - 07.2020
Clerk
QuikTrip
05.2014 - 06.2016
Board Operator
KXEN Radio
05.2014 - 05.2016
Peer Mentor
African American Male Initiative
03.2014 - 06.2014
Bachelor of Arts - Communications
University of Missouri - St Louis
High School Diploma -
Peabody High School
Master of Arts - Public Relations
Webster University
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